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The Impact of Customer Services Relations on the Organizational Growth-A Case Study of MTN Communication Ltd.

Olatunji Eniola Sule, Sarat Iyabo Amuni


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The main purpose and objective of this study is to examine how the organisation’s personnel relate with the customers and the impacts of the customer service relations on the organisational growth. Seven research questions and three hypotheses were postulated to find solutions to the problems of the study. Forty personnel formed the sample size from two branches of the organisation. A self-designed instrument (CUSERIM) containing two sections was used in the collection of data. The findings of the study revealed that customer satisfaction enhance customer service relation and continuous patronage as well as organisational growth. Some of the recommendations of the study include having a sole department or Strategic Business Unit in charge of customer service relation, for the staff in such department must be trained, retrained and well motivated. They should also be customers “friends and family” as well as allowing the organisation’s ideals and values to be tailored towards the needs and aspirations of the customers.


Customer service; Organizational growth; Repeat purchase; Customer Loyalty

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